For any questions or customer order inquires please email: info@thecultureltd.com

How do I return or exchange an item?

To initiate a return please send an email to: info@thecultureltd.com with the subject: 


“Return Order #XXXX”

Your order number can be found on your email receipt or by checking your webstore account. The Culture Ltd does not process exchanges. We ask that you return the merchandise for a full refund and place a new order for the preferred item(s) at your earliest convenience.

Can I cancel or modify my order?

Modifying or cancelling an order is possible so long as the merchandise has not yet entered the packaging or shipment phases. To modify or cancel your order:

Please send an email to: info@thecultureltd.com with the subject:

“Modify Order #XXXX” or “Cancel Order #XXXX”

Our Customer Care team will try our best to facilitate any changes before the order enters the shipping queue.

When will I receive my order?

Once your purchase has been completed, an e-mail confirmation will be sent to the address on file. This e-mail acts as an invoice and includes your order number.

Once your order is placed a standard processing time of up to 3 business days is required before the order is shipped out. Orders placed after 11:00 AM (PST) may be processed the next business day, and orders placed on weekends and holidays will be processed the following business day starting at 9:00 AM (PST). During peak periods, processing times may exceed 3 business days.

Once your order has been shipped, you will receive an e-mail with your shipment’s tracking information, allowing you to keep tabs on the progress of your delivery.

How do I know the item will fit me?

In order to help find the best fit, product-specific measurements (i.e sleeve length, pant leg width etc.) are available on every product page. Our Customer Care team is always available to answer any questions regarding measurements and fitting.

Are duties and taxes included?

Taxes

The prices listed on individual product pages do not include taxes. In order to ensure you’re seeing the most accurate pricing, taxes and delivery fees, please make sure to select your shipping country at the bottom of the shopping cart page for an updated total.

Duties

Canada

For orders that are placed within Canada, customers will be charged federal and provincial sales taxes -- these depend on which province the order is being shipped to. Since The Culture Ltd is a Vancouver-based company, Canadian orders will not be subjected to any duties upon delivery, as the shipment is not traversing any borders.

International

Your order may incur duties, fees and import taxes upon delivery. This charge is determined by your local customs authority and payment of these fees is obligatory if you wish to obtain your shipment. For further information, please consult your local customs office.

Placing an Order

When placing an order, you are required to create an account to complete your purchase.

Creating an Account

Registering with us allows you to track your orders, review past purchases, save and manage addresses so you can checkout faster, and sign up to our newsletter to stay informed on new arrivals, sales, and other updates.

Forgot Your Password

If you have forgotten your password, simply follow this link and select “Forgot Password”

An email will be sent to you with a link to reset your password.

Checking Your Order Status

To verify an order’s status:

Please log in to your webstore account. Your orders along with their payment and fulfilment status will be displayed. Please note: the status of your order will be updated throughout your order’s progress.

Here are the definitions of each stage:

  • Payment Status - Authorized: Your order has been successfully placed and we are confirming all items are available for shipment. 
  • Payment Status - Captured: Your method of payment has been approved and your order will be packed and prepared for shipment shortly.
  • Fulfilment Status - Unfulfilled: Your order has been successfully placed and is pending shipment.
  • Fulfilment Status - Fulfilled: We’ve packaged your order and it has been assigned a tracking number. From this point on you will be able to see your package’s progress as it makes its way to you.

Pricing and Currency

Item prices may vary depending on the country and region the order is being shipped to, as well as the currency being used to pay for the item(s).

In order to ensure the most accurate pricing, taxes and delivery fees, please select the desired shipping country at the bottom of the shopping cart page for an updated total. 

Payment Method

We accept payment via MasterCard, Visa, and Paypal. Please note only one (1) form of payment method may be used on a single order.

Payment Error Troubleshooting

If you are attempting to checkout and receive the following error message ‘transaction cannot be processed’ please contact your bank in order for them to authorize the transaction.

If the error message states ‘transaction cannot be processed, contact customer care’ please contact us, and we will be able to assist you further.

Charging Your Card

Once an order has been placed, the funds allocated for that purchase will be placed temporarily on hold -- this is a standard pre-authorization charge. While this is not an official charge, it is a step towards ensuring there are sufficient funds in the account to successfully complete the transaction.

The amount owed will only be officially deducted from your account once the order has been approved. At that point, the order will be prepared for shipment and the initial pre-authorization charge will be automatically voided.

Cancelling an order will result in the immediate voiding of the transaction. Please note that it may take your bank additional time to allocate the funds back into the account and update your statement.

Shipping Information


Once your order has been shipped, you will receive an e-mail with your shipment’s tracking information, allowing you to keep tabs on the progress of your delivery.

Please note: tracking information will be updated online one (1) business day after your order has been shipped.

Shipping Costs and Delivery Times

For available shipping options and delivery times please add the items you would like to purchase to the shopping cart. Then proceed to the shopping cart page which has a built-in shipping calculator. These transit times and costs are what will be available to select at checkout prior to payment. 

Return Policy

To return one or more items from an order:

  • The return must be requested within 14 days of the delivery date
  • The item must be in its original, unused, unaltered and unwashed condition
  • The item must be returned with the original tags and packaging

Please note: final sale items as well as intimate apparel and swimwear is not eligible for return.

Apparel: all original tags must still be attached to the garment(s). Be mindful of deodorant, makeup or perfume that may rub off, and beware of jewelry that may catch or tear fabric.

Footwear: when trying on footwear for the first time we ask that clean socks be worn. Please make sure to test the footwear on a carpeted surface, so as not to damage the soles. The dust bag and/or original shoe box must be returned alongside the footwear. Please be sure to place the shoe box inside a shipping box so as to prevent damages during transit.

Damaged/defective items: if you believe an item to be defective or damaged, please contact our Customer Care team so that they can help resolve the issue.

The Culture Ltd reserves the right to reject any returning products that do not comply with the above stated return policy. Rejected items will be sent back to the original shipping address. In order to avoid this, please contact our Customer Care team to address any issues or concerns you have regarding the item(s) you wish to return.

Returns

To initiate a return please send an email to: info@thecultureltd.com with the subject: 

“Return Order #XXXX”

Your order number can be found on your email receipt or by checking your webstore account. Please note: customers are responsible for covering the cost of return shipments and coordinating the return with their local post.

Once contacted, return instructions will be sent to the e-mail address associated with your order. Afterwards please follow the instructions and coordinate the return with your local post.

Please ship returning packages with your country/region’s local shipping carrier and be sure to use standard shipping. For added safety, please insure all packages with a tracking number.

Exchanges

The Culture Ltd does not process exchanges. We ask that you return the merchandise for a full refund and place a new order for the preferred item(s) at your earliest convenience.

Refunds

Once the returned merchandise has been quality checked and approved, The Culture Ltd will issue a refund to the original method of payment and a confirmation e-mail will be sent to you. Please note that it can take up to 5 business days to process the refund. It may take your financial institution additional time to process the transaction and update your bank statement.

Please note: shipping fees will not be refunded.

Price Adjustment Policy

As a sign of our commitment to providing the best service possible, The Culture Ltd offers customers a price protection policy under the following conditions:

  • An item purchased has gone on sale or its price had been reduced within 14 days of having placed the order.
  • The item in question is still available on the The Culture Ltd website in the same style and size purchased.
  • Price adjustments may only be applied once per item.

If these conditions are met, please contact the Customer Care team so that they can refund the difference onto the original method of payment.

Promotions and Codes

The Culture Ltd occasionally offers promotional codes to loyal customers.

When attempting to apply these codes, please note that some conditions apply:

  • Items previously discounted (i.e sale items) may not be eligible for further discount
  • For orders containing multiple items, the discount provided will be distributed amongst all eligible items
  • Discounted items returned to The Culture Ltd will be refunded in the amount paid and not the original value of the item(s)
  • If a code is invalid or expired, a replacement will not be issued
  • Only one code may be applied per order

Sign up for our newsletter and follow us on Instagram to find out about the latest promotions and sales.

Terms & Conditions

Thank you for browsing The Culture Ltd website.  We hope you enjoy your visit. This is how we collect your personal information on this website and how we protect it:

When you make your first purchase, you open an account and provide us the information requested and necessary to place the order and have your purchase delivered. We keep your purchase history on our website to better serve you, unless you ask us to delete it.

We protect your personal information by storing it only with partners that also adopt the highest data security standards. At the moment, we store your personal data with AWS which is certified under the EU-US Privacy Shield.

Your credit card data will be processed by a secure third party processor.

You can request that your account be deleted by following the instructions in the "Contact Us" section below. At this point, your account will be deleted as soon as any outstanding issue, such as your right to return merchandise according to our return policy, is resolved.

Contact Us

If you have any questions about The Culture Ltd’s privacy policy and practices, or if you would like your account to be deleted, please feel free to contact us via email at: info@thecultureltd.com